Customer Success Manager

As a Customer Success Manager, you will serve as a trusted advisor to customers, ensuring they realize the full value of our solutions; drive product adoption, usage, and customer engagement through onboarding, training, and ongoing customer lifecycle touch points; support customers with post implementation onboarding support and informal training/best practice sharing; develop and deliver strategic business reviews to multiple levels within the customer organization; understand customer outcomes, goals, key metrics, common challenges, and business processes to ensure alignment to Model N’s offerings; monitor data driven health indicators, usage patterns, and customer sentiment; proactively mitigate risk and address concerns; collaborate with Sales, Product, Support, and Services to deliver an integrated customer experience; help customers realize value, capture and provide RoI, and partner with sales ahead throughout the customer lifecycle; own standard renewal events with ability to negotiate and leverage data to drive revenue retention; identify opportunities for upsell and expansion of existing customers; capture and represent customer feedback internally and provide actionable recommendations to improve product and service delivery; maintain accurate customer records and activity tracking in technology platforms such as CRM (e.g., Salesforce, Gainsight).